Transforming Feedback into Quality Measurable Data
Ensuring best-in-class patient outcomes
Lakeview Private Hospital has transformed patient feedback from a manual, time-consuming process into a measurable driver of quality, performance, and improvement.
As a doctor-owned private hospital in Sydney, Lakeview was already confident in the care it delivered, but needed stronger, centralised data to prove performance, benchmark against local and national providers, and uncover opportunities to improve. Paper-based surveys made feedback harder to collect, analyse, and act on, limiting visibility for teams and leaders.
With Cemplicity’s digital patient feedback platform, Lakeview gained a faster, more reliable way to capture patient experience data, track Net Promoter Score, and report meaningful insights across the hospital. The shift has improved staff efficiency, increased the quality of feedback, supported internal and external benchmarking, and helped teams respond to issues in real time.
“Cemplicity has been, at least from the executive team’s perspective, one of our best investments recently.”
– Elle Zattera, Executive Service Manager at Lakeview Private Hospital
“The quality of the feedback is so much better… and far surpasses any of the other systems. To me, it’s about how we are going from a quality service and safety service from a patient’s perspective. This tool has changed our world.”
– Sally Holmes, Quality Manager and Infection Control Coordinator at Lakeview Private Hospital
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